Complaints

This profile includes complaints for Window Nation, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Window Nation, LLC has 37 locations, listed below.

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  Window Nation, LLC

  8110 Maple Lawn Blvd Ste 300 Fulton, MD 20759-2694

  
• 

  Window Nation, LLC

  575 University Ave Norwood, MA 02062-2654

  
• 

  Window Nation, LLC

  1200 Windham Pkwy Romeoville, IL 60446-1673

• 

  Window Nation Inc

  8198 Terminal Rd Lorton, VA 22079-1438

• 

  Window Nation LLC

  8862 W 35W Service Dr NE Minneapolis, MN 55449-6740

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid window nation to install new replacement windows at my home for almost $20k. The initial installation was done on June 22, 2022. I sent them pictures of all the damage on the newly installed windows on Jun 29. They sent someone out to document the damage shortly after. On November 10, they came out to replace the one window that didn't match my order and also to fix the damaged windows. Everything was fixed except for the screens. None of the screen damage was repaired and I noted it on the form that they had me sign when they left. I have contacted their customer service department and repair department, via emails, texts and calling, several times to ask about when the screens were going to get fixed and received no response. Also, in the initial communication with the salesperson they promised me a loan with zero percent financing. However, what they ended up providing me with was a loan with 18% interest.

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/12/08) */
  Window Nation apologizes that there was a miscommunication with the funding of the customer's loan. Window Nation was able to rectify the situation for the customer and will continue to work with the customer on any other issues that were related to the installation. We appreciate our customer's patience throughout this experience.

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted Window Nation on 4/14/2022 for new windows, including a bay window, a patio door, and window screens. The project cost was $28,925. The estimated start date was 14-16 weeks, which would've been early August. Our rep did the initial measurements to create the quote. Another member came out a few days later to get precise measurements. The install date was set for 7/25/22 after arriving at the warehouse. On 7/25/22, the normal windows were installed, but had an issue with 3 screens being ripped and put in, which I pointed out to the installers. They cut out the old bay window and started to prep the install of the new one. The angles were measured incorrectly, but since the original window was cut into pieces for disposal, they had no option but to put in the incorrectly angled window. It fit, but the window came out too far under the edge of the gutter, leaving a gap above the unit. Another team of installers started to get the patio door ready. It too was measured incorrectly, so couldn't get installed. We received a call from the production manager to reorder the bay window, patio door, and the screens. We were given a 4-6 week timeframe, putting us around late August or early September. We got a call the first week of September that the screens were in, and we scheduled to get put in on 9/23/22. While on the phone, we asked about the bay window and patio door and were told that they weren't expected to be in until at least October. Meanwhile, we had a few rainstorms and had some flooding on the windowsill from the bay window gap. The new bay window and patio door arrive in the warehouse and were set to be installed on 10/13/22. This install went smoothly, and our project is finally done, 26 weeks after the initial 14-16 estimate. We've reached out to our production manager on several occasions for a price reduction, and after finally getting in touch over a month and a half ago, have still heard nothing. We deserve better than this.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/12/06) */
  Window Nation apologizes to our customers for the delay in completing their project. Our goal is to completely satisfy the customers on the first try, so we regret that didn't happen in this case. Window Nation is currently working with the customer to come up with satisfactory resolutions to their concerns, and we appreciate our customer's patience throughout this experience.
  
  Consumer Response /* (2000, 12, 2022/12/15) */
  Issues have been resolved by both parties.

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started the process of getting windows installed over a year ago. The installation was abysmal, including three different sub contractors coming to my house to re-measure for the windows and each time they took my old windows out before checking the newly ordered windows. This created a huge opening in my house during the winter months with poor solutions to fix while waiting for the correct windows to get delivered. In the course of the last year I have tried to reach out to the company over email and telephone to come to an agreement and make payments but I received no replies or calls back (emails and pictures to prove). Recently, after 1 whole year, I get an email stating that my account is in their collections and I have two days to pay or else they would threaten legal action. After weeks of discussion we agreed that I would pay half the remaining balance in order to close my account and my account would show paid in full, (emails to prove). Now that I have paid my portion they are refusing to close my account unless I sign a "mutual agreement" form they came up with stating that I will not discuss or speak badly about the company on media or social media (I have not signed). They are constantly threatening me and now forcing me to not speak about their poor business practices after taking my money that we already agreed upon. Please help, this has been over a two year process. I have taken off work to deal with their wrong installations and they are practicing very deceitful business practices. The "work completion form" is also not my signature you can see my actual signature on the initial "work order" form. After paying the $1850.00, I paid another $25 Bernadette said I owed even though emails show $1850 as the "best and final offer," and still received no confirmation of my account being paid in full. Once the payments were received you will see I could not get ahold of Bernadette for days, not including the holidays.

  Business Response

  Date: 12/05/2022

  Window Nation is aware of our customer's complaint and investigating the matter to ensure that we provide the appropriate resolution. Window Nation appreciates our customer's patience as we work to ensure their needs are met.

  Business Response

  Date: 12/20/2022

  Window Nation understands the customer's concerns about signing the mutual agreement; however, this is a Window Nation policy, and we want transparency. Window Nation will continue to follow up with our customers until an amicable solution is reached.

  Business Response

  Date: 02/15/2023

  Window Nation will still require our customer to sign a mutual agreement as a condition of the settlement. We will continue to work to ascertain that from the customer in order to move forward with this matter. 

  Customer Answer

  Date: 02/22/2023

  
  

  I will sign the mutual agreement form as long as Window Nation agrees to confirm that my account is closed and paid in full like originally agreed upon. I have not heard from window nation since this complaint was started and I do not have access to past agreements so they will need to send a new one.

  
  

  Thanks

  Business Response

  Date: 02/27/2023

  Window Nation appreciates our customer's cooperation in this process. Another settlement has been sent to our customer for their review and signature. Once the customer signs, both they and Window Nation will receive a copy for their records. Window Nation, again, appreciates our customer's patience and flexibility during this process. 

  Business Response

  Date: 07/28/2023

  Please see attached documents showing that the customer account is paid in full.

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Window Nation is running a false promotional offer. Their TV and Radio ads, salesman who came to my house, and the special instructions in my contract with them all state "no payments or interest until 2025". The contract with the finance company (***********************) they made me sign does not honor that promotion. It is only a 24 month promotion. When I spoke with *********************** they told me "they are not honoring Window Nation's promotional period" and "I signed a contract with them and they don't care what Window Nation's contract states".
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 6, 2022/12/02) */
  Window Nation apologizes that there was a miscommunication with the funding of the customer's loan. Window Nation was able to rectify the situation for the customer by working with the lender and coming up with the correct plan. Window Nation thanked the customer for allowing us to resolve the issue.
  
  
  Consumer Response /* (2000, 8, 2022/12/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan I had windows installed. I was to pay with a chk not given any other option. I realized I transferred $ between accts incorrectly and called to ask to hold off until following day to cash my chk the woman said not an issue she had not rcvd my chk yet. However, next day the chk was cashed. I also mentioned an issue with a window that was not closing, the woman said would open a tkt and someone would reach out to schedule. I called the following day, upset that she told me she would hold off on cashing the chk, and yet still did. She apologized and would have a GC issued for the fee. However, I had to follow up 3 times over the next 3 weeks in order to get the GC issued. I would get sent to a few people and always told that they needed to get approval and that they wouldn't send any out until the following week. Finally, I did get it.
  The day after install, I scheduled to have 2nd half done, this was known. Price went up. Which I was 2 wks past the price increase. Lots of back and forth, got the original price.
  Install crew smashed my flowers. I reached out about that and other issues with closing again trim not installed correctly and window covered in Great Foam. Was told I would get a $100 GC. This took many follow ups and weeks to get. I also had to follow up numerous times on getting a tech out to check my windows.
  Tech checked every window. Almost all had an issue with closing. When I texted tech a week later he did not respond even though he said to.
  Reached out to cust service, they had no updates to my account. I talked to prod mgr he had down only 2 sashes to be replaced I had 6 and no other issues. He was getting frustrated with me or the situation and decided to order all new sashes for every window. I called the following week as I remembered that trim needed to be fixed, and when he read me my acct, he still only 2 sashes to be ordered. I reminded him we spoke last week, and every sash is being ordered.
  The communication is ridiculous.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/02) */
  Window Nation regrets the lack of communication with this customer and will work with them until every issue has been addressed to the customer's satisfaction.
  
  Consumer Response /* (3000, 12, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  For the amount of time I've spent dealing with this, and the higher costs in energy bills for non-working windows for much longer than needed. I am being given absolutely no compensation. The production manager said he would reach out on the 9th with an update, and I did not receive an update until the 14th.
  
  
  Business Response /* (4000, 14, 2022/12/16) */
  Window Nation Understand that our customers have been frustrated as they have waited for resolution; our goal is to ensure that all issues are resolved, our customers' service is completed, they are satisfied with their windows, and they are overall satisfied with their purchase. Window Nation will work with them until every issue has been addressed.
  
  
  Consumer Response /* (2000, 16, 2022/12/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows from Window Nation in January of 2021 after being strong armed by the Salesman for over 2 hours. We signed a financing agreement for 2 years no payment, no interest. Installation day came and they were short 2 windows. When I tried to ask the Installer what the issue was, he got very belligerent towards me in my own home. The installation was terrible and we had to take time off of work 3 more times for them to come and correct issues. The quality of windows is subpar and we still have unresolved issues with the installation but do not wish to have them back in our home, nor take off work uncompensated. Although we signed the financing paperwork at least 3 times over the course of the next 9 months, they never turned it in and our financing account was closed due to inactivity. When I called the financing company to inquire about the closed account, I was told that they do not have such a financing program with Window Nation. So, not only do we have quality and installation issues, but they also lied about the financing program and never turned in the paperwork to obtain their funds. We made them an offer of $2000 to which we got no reply and now a year later, they are now suing us for $8000. Since they chose to ignore their financing obligation and our offer for restitution, we will not be paying them a dime.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 9, 2022/12/02) */
  Window Nation regrets any frustration experienced by our customer during this project. Our goal is 100% customer satisfaction. Window Nation does respectfully disagree with claims made in this complaint, such as being "strong armed by the Salesman" and that Window Nation "lied about the financing program". Window Nation does acknowledge there was needed service following the installation, which we would have preferred the opportunity to perform for our customer. However, our customer chose not to allow our teams to complete the project accordingly. Window Nation's teams will continue to work on handling this matter appropriately to get a final resolution
  
  Consumer Response /* (3000, 16, 2022/12/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In my frustration with this situation, I did not clearly state all of the pertinent facts. On January 9th, 2021 a Window Nation salesman was at our home for over 4 hours and asked us to dismiss 2 other scheduled window companies that came to our door, each 2 hours apart. It was our understanding from that meeting that we would be receiving no payments and no interest for 2 years financing to be arranged by Window Nation with the finance company. Although we signed a credit application that day, we did not receive any signed paperwork. On February 3rd, 2021 we signed a financing agreement that was for different terms and we believed that the financing agreement that we signed on February 16th, 2021 was to amend the terms to those originally agreed upon. We had no reason to believe that Window Nation had not secured the financing at the time of installation, on March 25th, 2021. On September 7th and October 4th of 2021, we were asked to sign more documents, which we did and returned after the final price was adjusted to include the credits that we had been issued previously. All documents requested were signed and returned within a timely manner, I work in Finance and have a clear understanding that "time is of the essence." Up to this point in time, we believed that we had no payments and no interest for 2 years financing so we were not suspect that we had not been contacted by the finance company for payment. On October 28th, 2021, we were informed by the finance company that the none of the signed documents had been submitted and they closed our account due to inactivity, leaving us with no financing. After the financing account was closed, we offered to make payments to Window Nation directly and they refused, leaving us no means to pay for the windows that had been installed seven months prior. Because we had already taken numerous unpaid days off work for Window Nation's teams to "complete the project accordingly," we have chosen not to take additional unpaid time off to allow Window Nation to come to re-repair the same issues. We do not know what the resolution to this issue is but would be willing to work with Window Nation to resolve.
  
  
  Business Response /* (4000, 18, 2022/12/23) */
  Window Nation appreciates our customers and is currently working with them to come up with a suitable agreement on their balance. Window Nation will continue to work with them until common ground is found. Window Nation remains committed to helping our customers, and we are grateful for their patience throughout this process.

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago I ordered new windows. They came out to install months later. There were several issues with things being broke on the windows. One window the glass was completely broken. The install guy told me it was fine. Even though glass was broken. They have since brought 6 broken replacement windows to my house to install, all that were broken as well. Now here we are a year later and I still don't have a working window. But yet they cashed my check for thousands of dollars. I was told I would reimbursed when job is completed but I can't get ahold of anyone at the location anymore. They are dodging my calls, and emails.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/23) */
  Window Nation apologizes to the customer for the issues that have occurred during their installation; we have had manufacturer delays along with broken parts, which have caused this to continue. Window Nation has reached out to the customer and will continue to do so until they are satisfied with the company. We are confident that we will be able to resolve everything for them and appreciate our customers' patience throughout this experience.
  
  
  Consumer Response /* (3000, 7, 2022/12/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Besides the company calling me to again apologize. They said they would be refunding me some money once the executives review the paperwork and new contract would be sent to me. That has not occurred in the last week plus since they responded to you. They said they will be doing it but gave me zero time frame and their lack of communication continues.
  So yes they responded but they have not done what they said they would do to rectify the problem. My problem is not the long wait for the windows. It was with the lack of communication, the lack of doing anything in a timely manner, and that they do not answer the questions you are asking. They beat around the bush avoiding giving me actual information and time lines. This is not a one week thing. This is an 8 month issue. Where they brought 6 broken windows to my house, 6 different times. 6 times i had to take off work for a broken window to be installed or someone to not show up.They just continue to drag it on longer and longer. They have zero respect for anyone else's time.
  All I have asked of them is a date the paperwork will be done by and when my refund will be sent. They continue to not respond to those questions making me believe this is all going to continue.
  
  
  Business Response /* (4000, 10, 2022/12/08) */
  Window Nation thanks the customer for their patience during this process. Window Nation has come up with a suitable plan for which we have the customer's agreement. Window Nation will fulfill its obligations and appreciate our customers' patience throughout this experience.
  
  
  Consumer Response /* (4200, 12, 2022/12/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has told me they would send this said "agreement" in writing, via email, several times now and they have not sent it. I was also told a refund would be given but have not been given any information regarding that either. After 6 months of this business saying they will do a lot of things, none of them have been followed thru on or completed.
  I'm convinced these people go to work everyday and do nothing. In the last 3 weeks they have given me 3 deadline dates of their own making, to not meet their own deadline and then ignore my calls, messages, amd emails.
  I think 6 months is being patient enough and I'm done being patient. You weren't patient when you made me pay you for a broken window, so why should I wait around for 6 months for your employees to do their job and refund me?
  
  
  Business Response /* (4000, 14, 2022/12/09) */
  Window Nation apologizes again for the frustration endured by our customer. Our teams have communicated with our customer and have ensured that the customer does have the agreement at this point. Window Nation regrets a misunderstanding in the resolution plan, which led our teams to respond by reordering a window from our manufacturer to replace in the customer's home. This was the reason for the delay, as the manufacturer's ETA for the window was in January, 2023. Window Nation has since rectified the matter and, as far as we can gather, satisfied what the customer was desiring as a resolution all along. We again would like to thank our customer for their patience and understanding, and we stand ready to assist our customer with any other concerns or questions they may have in the future.
  
  
  Consumer Response /* (4200, 16, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yet again this company lied. I was suppose to have my refund check by now amd they told me accounting did not get to it yet. The contract they had me signed and the verbal agreement was based upon them mailing the check out which they obviously lied about. They will not and can not provide any proof that a check was made out to us or when it was mailed. This company just lies and lies and lies. Absolutely awful to do business with
  
  
  Business Response /* (4000, 19, 2022/12/16) */
  Window Nation apologizes that our customer has been misled to this point. A member of our team did, in fact, set an expectation for our customer that our Accounting department could not meet. We have, however, confirmed that the problem has been rectified and there should be no other issues related to this complaint. Window Nation apologizes for any undo frustration that our customer has experienced as we have worked to resolve this matter.
  
  
  Consumer Response /* (2000, 21, 2022/12/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have finally received the check window nation said they would send. Months upon months of my family being held hostage by this awful business, we are finally now rid of them. Next time I will read the Better Business Bureau reports prior to hiring a company.

• Initial Complaint

  Date:11/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales man never told us about 6 month no obligation like commercial on TV. Pressured us and said that they would charge to come back. We saw commercial after he left and canceled mailed signed cancelation. They kept $500 and only gave partial deposit back. They did nothing to earn 500. I don't no if will go back or recommend
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Window Nation apologizes for any confusion or frustration experienced by our customer. Their deposit has been returned to them at the time of this response. It appears there was a miscommunication on the customer's intentions with regard to ordering windows at a later date. We appreciate their patience and we hope to earn their business in the future.
  
  
  Consumer Response /* (3000, 7, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I only received 1 check as of now. Still waiting. Still 500 dollars short. This is costing me time and money at work. Attached is my check and theres. Thank you.
  
  
  Business Response /* (4000, 10, 2022/12/08) */
  Window Nation apologizes to the customer for the delay in receiving their additional deposit. Window Nation did mail that out on November 21, 2022, and hopes that the customer keeps Window Nation in mind for any upcoming home improvement jobs.
  
  
  Consumer Response /* (4200, 12, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Maybe delayed in mail. I will keep checking mail and ask wife.

• Initial Complaint

  Date:11/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 10 new windows, patio doors and professional installation from Window Nation. I was expecting brand new windows, patio doors and professional installation. I received defective windows, patio doors and installers that left multiple nails behind. All double hung windows have trim detaching from the glass allowing water to get behind the rubber seal. Patio door has a hole in the plastic trim. Large Picture window has a bubble in the glass, both side windows have trim detaching from the glass. One screen is missing from the large picture window (still not delivered as of the filing of this paperwork). One screen is damaged on a double hung window in downstairs bedroom. There was a hole in the screen for the patio doors. (I included pictures of all the defects in the windows and patio doors). A service technician. Dan, from Window Nation was sent out on 7/19/22 by Sean S**** (install coordinator) to look at all the windows and patio door. He wrote up a report saying all double hung windows will need to be replaced, one of the patio doors will need to be replaced. Large picture window will need side windows replaced and glass replaced on the middle section. The screen with a hole was replaced by the service technician that came out to write up the report (it was not replaced correctly).The screen for one of the side windows will need to be provided. A screen for the downstairs window will need to be replaced. Sean said when he receives the technician's assessment "we will create a game plan to make this right." As of the filing of this paperwork I don't know what the game plan is as the communication from Window Nation is extremely poor. Based on reviews from other Window Nation customers this is very common. That is why I am requesting help from BBB to get my money back. I paid for something that is broken and needs to be replaced, I would prefer to hire a new company to replace the windows that is why I am requesting a full refund. Documentation included.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/25) */
  Window Nation regrets the lack of communication with this customer. Our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction, and Window Nation will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation contacted me to say they will look into the issue that I have with Window Nation. They have not resolved anything yet. I called today 11/28/22 at 10:11 A.M. to talk to Blair in the Escalation Department. I was put on a brief hold and 3 min later I was told Blair stepped out and will contact me in 10-15 min. It is now 12:15 P.M. on 11/28/22 and I did not receive a callback. I am still looking for a resolution to my many issues with Window Nation.
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  Window Nation apologizes to our customer for the time it took to respond to them, however we were gathering more information regarding their project. Window Nation is unable to refund our customer's money, as their windows have been installed and, while some service work may be needed, they are in generally good condition. Window Nation will continue to work with our customer to see if we may be allowed to complete their service project and provide an amicable resolution to this matter. We, again, appreciate their patience.
  
  
  Consumer Response /* (4200, 11, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Every sash must be replaced because the trim is detaching from the glass allowing water to leak behind the rubber seal. There is a bubble on the large picture window causing the window to fog up and let air into the house. The glass is detaching from the frame on the large picture window allowing air to get into the house. There is a hole in the sliding doors, screens are damaged and need to be replaced. There is a screen missing from the large picture window that was never installed. My dog stepped on a nail and injured his paw, bedroom window does not open as the metal piece broke. To me generally good condition means everything should be working as intended. The windows you installed are not working as intended. If this is what window nation considers generally good condition, then I don't want to continue my relationship with windows nation and want a refund. I paid for something that is broken.
  I have been trying to get in touch with David Goldman, the person that assured me would make this right but he's not returning my phone calls.
  
  
  Business Response /* (4000, 13, 2022/12/09) */
  Window Nation apologizes to our customer and we understand their frustration. Our goal is to give our customers high-quality, custom-made products and a world-class customer experience. Window Nation has reached out to the customer and set up a new plan of action to hopefully satisfy our customer. Window Nation has ordered new sashes in an attempt to remedy the concerns our customer has. We will continue to follow up with them to ensure that they are completely satisfied.
  
  
  Consumer Response /* (4200, 15, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still waiting to hear from Dave Goldman about a monetary offer that he said he will present to me to make this right.
  
  
  Business Response /* (4000, 17, 2022/12/16) */
  Window Nation is happy to have any conversations surrounding compensation as a form of resolution once our customer's project is completed. We look forward to that taking place in the near future.
  
  
  Consumer Response /* (4200, 19, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will wait until the entire project is complete and I'm satisfied with the offer that is presented to me before this case is closed.

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/17/2022 We enter a contract to have WindowNation replace the windows in our home. We deposited roughly $10k to start the project. We were told by the sales person, Alex J******, that this was a locally owned and manufacturing company. Understanding that it would take a few months for the windows to be produced, installation did not happen until 5/10/22.
  
  At this time I noticed that the windows were bowed and did not close all the way. Additionally, 1 window was cracked and another was the wrong design. I alerted the installer. He checked all 20+ windows and said that they were bowed and didn't shut properly and let his supervisor know. The installation manager came out and inspected the windows to the same conclusion.
  
  With no response for over 2 months, I threatened legal action. I was then told that the Heads of WindowNation and ***** were discussing who was to blame At this time, I received a call back that all the frames were being reordered and replaced. When the new install team came out they looked at 2 windows/frames and said that they had the same issue and stopped working.
  
  On 10/3 representatives from WindowNation and ***** windows came out to the home and inspected all windows. At this time I was told that some of the windows were bowed, some the wrong size, and some did not have weather stripping (the weather stripping was corrected). I also provided proof/bills that my energy bill has gone up since the windows and frames were put in. At the end of the meeting it was suggested that ***** fix the issues. I stated that this was okay, but that I want to know how I will be compensated. I was told that the owner of ***** and WindowNation would make this decision.
  
  Now a month and a half later, we still do not have our windows or an agreement/offer on compensation. Only that thy owners still have to make a decision. I have a freezing house with winter approaching and young, special needs children. I have numerous pictures of windows

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Window Nation regrets this has been our customer's experience, as we always aim to have our customers satisfied with every interaction. Window Nation does have a service appointment scheduled for our customer on December 13, 2022 in which we hope to resolve all outstanding matters for our customer. We greatly appreciate their patience and look forward to seeing our customer in the coming days.
  
  Business Response /* (4000, 19, 2022/12/19) */
  Window Nation apologizes to our customers for the delay in completing their project. When we went out there on December 13, 2022, Window Nation's goal was to complete it, but unfortunately, that didn't happen. Window Nation will complete the project soon as we are working with the manufacturer to expedite the missing frames and will continue to follow up until every issue has been addressed to the customer's satisfaction.
  
  
  Consumer Response /* (3000, 22, 2022/12/20) */
  
  ******, hope you are well. I spoke with a rep from Window Nation and wanted to share. He asked how the new glass was and I told him that I appreciated that but that we still have the original issue with bent/bowed frames. He sounded unhappy with my response. I told him that the man that came to install the new glass said that the frames needed to be fixed or shimmed. I told the Window Nation gentleman that I didn't want the shimmed. I wanted them to be correct the way I ordered them. He replied "well some customers don't care about that and don't mind if they are shimmed or bowed". I responded that I didn't sign a contract for frames for bowed or shimmed frames. He said he would get back to me.
  
  Also, I went out today and took off the screens. We still do have the same issue where to windows are not flush/closed against the window frames. It looks the same the pictures that the local Window Nation rep originally took in April. Not trying to be a pain. I just want what we signed for and for everything to be corrected.
  
  Thanks,
  
  ***
  
  
  Business Response /* (4000, 24, 2022/12/26) */
  Once again we are grateful for our customer's patience as we work to resolve their concerns. Window Nation does anticipate having the needed parts from the manufacturer by the middle of January to complete the service. Window Nation will continue to follow up with our customer and work to resolve any and all issues they may have to ensure they're completely satisfied.

  Business Response

  Date: 03/02/2023

  Window Nation has come to an amicable resolution with our customer on their project. We believe this matter to be resolved, and our customer will receive a final installation of a picture window as a part of their resolution. Window Nation appreciates our customer's patience, once again.